Terms of Service

1. Introduction and acceptance

These Terms of Use (“Terms”) form a binding agreement between you and Mendje SH.P.K. By using the Platform in any way, you confirm that you have read, understood, and accepted these Terms and the Privacy Policy, which forms an integral part of them.

2. Definitions

• “Mendje”, “we”, “us”, “our” — Mendje SH.P.K. (see clause 3).
• “Platform” — the app, website, and technology services provided by Mendje.
• “Psychologist” — the independent, licensed professional listed on the Platform who provides professional services to the Client.
• “Client”, “you” — the person who creates an account and/or books a session through the Platform.
• “Session” — the scheduled appointment (video, audio, or messaging) between the Client and the Psychologist.
• “Account” — the Client’s personal account on the Platform.

3. Operator identity

The Platform is operated by Mendje SH.P.K. — a limited liability company registered in the Republic of Kosovo.

• Unique Identification Number (NUI): 812239508
• Registered office: Rr. Rexhep Krasniqi 26, Prishtina, Republic of Kosovo
• Phone: +383 49 882 294
• Email: [email protected]
• ARBK status: Registered

4. Nature of the Platform and the service

4.1. Mendje is not a clinic, practice, or healthcare institution. Mendje is a technology platform that connects Clients with independent, licensed psychologists who carry out their professional activity from their own (private or professional) work premises.

4.2. Psychologists act as independent professionals; they are not employees, agents, or representatives of Mendje. Mendje’s role is to operate the Platform and enable the service by providing the necessary technical and administrative support. Mendje does not itself provide psychological services, does not make diagnoses, and does not provide medical treatment. The professional relationship is formed directly between the Client and the Psychologist, who bears full professional responsibility for the services provided.

4.3. Each Psychologist listed on the Platform represents that they hold a valid licence to practise as a psychologist under the law of the Republic of Kosovo (or, where services are provided to users outside Kosovo, under the law of the relevant jurisdiction). Mendje carries out reasonable licence verification but does not guarantee, and is not responsible for, the quality, content, or outcomes of a Psychologist’s professional services.

4.4. If you feel a Psychologist’s services do not fit your needs, you may switch to another Psychologist on the Platform. Due to licensing requirements, not all Psychologists are available to every Client, at every time, or for any set period. If a Psychologist you have been connected with stops using the Platform, we will notify you and offer you the opportunity to connect with another Psychologist.

4.5. The Platform provides psychological counselling and emotional support — not medical treatment, not regulated/insurance-covered psychotherapy, and not clinical diagnosis. The services are not reimbursed by public health-insurance schemes in Kosovo; if you are outside Kosovo, reimbursement depends on your country’s rules and private insurance.

5. Not for emergencies or crises

THE PLATFORM IS NOT FOR EMERGENCIES. If you are having thoughts of suicide, are at risk of harming yourself or others, are in acute crisis, or have a medical emergency, call your local emergency services immediately and notify the relevant authorities:

• Kosovo: 112 (emergency), 192 (police), 194 (fire), 193 (ambulance)
• Albania: 112 / 127 (ambulance)
• EU diaspora: 112
• If you are elsewhere, call your local emergency number.

The Platform is not designed for, and Psychologists cannot provide, the help required in the situations above, including (without limitation) active substance withdrawal, severe eating disorders, active psychosis, or immediate risk to life. If you use the Platform despite this notice, you do so at your own risk.

The Platform is not for clinical diagnosis requiring in-person evaluation, official documentation (e.g., court-ordered therapy, certifications), or advice on medication or medical treatment. Do not disregard, avoid, or delay obtaining in-person care from your doctor or another qualified professional because of information received through the Platform.

6. Remote-care (telehealth) consent

By using the Platform, you consent to Sessions being conducted remotely, through electronic communications (video, audio, messaging), including the electronic transmission of relevant health data. You understand that remote care has inherent benefits and limitations/risks (e.g., technical issues, limitations on clinical assessment). You may withdraw this consent at any time by discontinuing use of the service. Your Psychologist may require you to complete additional consent forms before Sessions.

7. Accounts and your obligations

7.1. To use the Platform you must be at least 18 years old and legally able to enter into a contract. Minors may receive services only through a parent/legal guardian who creates and manages the account, represents that they have the sole right to give consent, and accepts these Terms and the Privacy Policy on the minor’s behalf.

7.2. You are responsible for keeping your password and account security information confidential, and must notify us immediately of any unauthorised use. Mendje is not liable for losses arising from another person’s use of your account, with or without your knowledge. You are solely responsible for all activity carried out through your account.

7.3. You warrant that all information you provide is accurate, true, current, and complete, and that you will keep it up to date.

7.4. You must not: (a) use another person’s account or let others use yours; (b) use the Platform on behalf of other persons or organisations — use is personal only; (c) interfere with or disrupt the Platform’s systems, servers, or networks, or obtain unauthorised access; (d) post or transmit content that is unlawful, harassing, abusive, threatening, vulgar, racist, privacy-invading, or infringing third-party rights (including intellectual property rights), malware, or content that may encourage criminal activity; (e) violate any applicable law, regulation, or code of ethics.

7.5. If you receive a file from us or a Psychologist, you agree to scan it for viruses before opening it.

8. Payments, prices, and billing

8.1. Mendje operates on a pay-per-session basis. The full price of the Session, including any applicable taxes, is shown before you confirm the booking. Payment is made before the Session is held.

8.2. Payments are processed through our payment provider, Stripe. By providing payment details, you authorise us (and our payment provider) to charge your payment method and confirm you are fully authorised to use it. After payment, you receive an invoice/confirmation by email.

8.3. We may change our prices. Price changes are notified in advance and do not affect Sessions already booked and paid for.

9. Cancellations, no-shows, and refunds

9.1. Requests for a refund or rescheduling must be made at least 24 hours before the scheduled date and time of the Session. In that case you will be fully refunded or the Session will be rescheduled at no extra cost.

9.2. Cancellations made within 24 hours before the Session, and no-shows, are not refundable; the Session is treated as used. This policy ensures Psychologists have sufficient notice to plan their time.

9.3. If the Psychologist cancels or fails to attend, you are entitled to a full refund or to reschedule at no extra cost.

10. Right of withdrawal (14-day cooling-off period)

10.1. As a consumer, you have the right to withdraw from the contract within 14 days of its conclusion, without giving a reason, in accordance with the consumer-protection law of the Republic of Kosovo (and, for consumers in the European Union/EEA, in accordance with their local rights). To exercise this right, notify us by email at [email protected] with a clear statement; the refund is made without undue delay.

10.2. Exception: if you expressly request that the Session take place within the 14-day period and the Session has been fully performed, you lose the right of withdrawal for that Session. By booking and attending a Session within that period, you give this express consent.

11. Intellectual property

The Platform, software, content, the “Mendje” name, logos, and distinctive marks (“Mendje IP”) are owned by Mendje SH.P.K., its licensors, or other providers. These Terms grant you no rights in Mendje IP other than a limited, non-exclusive, non-sublicensable, revocable, non-transferable licence to use the Platform and its content solely for personal, non-commercial use. All other rights are reserved. Third-party names and marks are the property of their respective owners.

12. Disclaimer of warranties

To the maximum extent permitted by applicable law, the Platform is provided “as is” and “as available”, without express or implied warranties, including (without limitation) merchantability, fitness for a particular purpose, security, or accuracy. We make commercially reasonable efforts to keep the Platform reliable and accessible, but do not guarantee uninterrupted, accurate, or error-free access. Nothing in this clause limits your mandatory statutory rights as a consumer.

13. Limitation of liability

13.1. Mendje is not liable for the content, opinions, advice, or actions of any Psychologist — these are the Psychologist’s own professional responsibility.

13.2. To the maximum extent permitted by law, Mendje is not liable for indirect, incidental, consequential, special, or punitive damages. Mendje’s aggregate liability relating to these Terms and to any use of the Platform will not exceed the total amount you paid through the Platform in the 12 months before the event giving rise to the claim.

13.3. Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud; gross negligence or wilful misconduct; or any other liability that cannot be excluded under applicable law, including your mandatory consumer rights.

13.4. This clause survives termination or expiry of these Terms.

14. Indemnification

You agree to indemnify and hold harmless Mendje, its directors and employees, from any claim, loss, cost, or expense (including reasonable legal fees) arising from: (a) your access to or use of the Platform; (b) actions carried out through your account; (c) your breach of these Terms; (d) non-payment for services provided; or (e) your violation of third-party rights. This clause does not limit your mandatory statutory consumer rights and survives termination of these Terms.

15. Suspension and termination

You may stop using the Platform and close your account at any time. We may suspend or close your account, in part or in full, with or without notice, in case of breach of these Terms, non-payment, abuse, or where required by law. Payment obligations incurred before closure remain valid. Clauses that by their nature should survive (including 11, 12, 13, 14, 21) remain in force.

16. Changes to the Platform and service interruptions

We may modify, suspend, or discontinue the Platform or any part of it, at any time, with or without notice. The Platform depends on technical factors (software, hardware, third-party providers); we do not guarantee 100% reliable access and are not liable for losses arising from interruptions, except to the extent applicable law prohibits.

17. Electronic communications

You agree that Mendje and Psychologists may contact you electronically about the services — booking confirmations, reminders, scheduling questions, updates to these Terms or the Privacy Policy. You warrant that the email and phone number you provide are yours and up to date. You may unsubscribe from promotional (not essential/transactional) communications per the instructions in any communication or through your account.

18. Personal data protection

The processing of your personal data, including health data (a special category), is governed by our Privacy Policy, which forms an integral part of these Terms and is drafted in accordance with the Law on Personal Data Protection of the Republic of Kosovo. By using the Platform, you also accept the Privacy Policy.

19. Notices

We may send you notices by email to the address on file, or by posting them on the Platform. Notices to us must be sent by email to [email protected].

20. Complaints and dispute resolution

20.1. For any complaint about the Platform, contact us at [email protected]. We will respond within a reasonable time.

20.2. Complaints about a Psychologist’s professional conduct may also be directed to the Chamber/Order of Psychologists of the Republic of Kosovo.

20.3. Consumer-rights complaints may also be directed to the relevant consumer-protection inspectorate/authority within the ministry responsible for trade in the Republic of Kosovo.

20.4. Personal-data complaints may be directed to the Information and Privacy Agency of the Republic of Kosovo.

20.5. Nothing in this clause limits your right to bring a claim before the competent court or, if you reside in the EU/EEA, before the competent bodies of your country.

21. Governing law and jurisdiction

These Terms and our relationship with you are governed by the law of the Republic of Kosovo. The competent court is the Basic Court of Prishtina. However, nothing in this clause — including the choice of Kosovo law — affects your mandatory rights as a consumer under the law of the country where you reside.

22. Prevailing language

These Terms are provided in Albanian, English, and German. In case of conflict, the Albanian version prevails; translations are provided for convenience.

23. General provisions

These Terms, together with the Privacy Policy, constitute the entire agreement between you and us. A failure to exercise a right is not a waiver of it. We may change these Terms by posting the new version on the Platform; material changes will be notified to you (e.g., by email or in-app) and take effect on the date indicated; continued use after that date constitutes acceptance. We may transfer or assign these Terms to another party; you may not transfer your rights without our consent. Clause headings are for convenience only. If any provision is held invalid by a competent court, the remaining provisions remain in full force.

24. Contact

Mendje SH.P.K. — Rr. Rexhep Krasniqi 26, Prishtina, Republic of Kosovo · NUI 812239508 · [email protected] · +383 49 882 294